Sitel Philippines Corporation : Call Center Jobs
Regional Quality Director
(National Capital Reg)
Responsibilities:
Responsible for achieving quality goals for supported site(s) and account(s). Provide additional support for achieving other performance and productivity goals. Provide support to the site management team by identifying opportunities for achieving high levels of positive customer experience, and leading the process and quality efforts to achieve them. This includes hands-on data analysis and statistical process control, as well as providing direction and leadership to site analysts in this regard. Additionally, the Director of Quality is responsible for implementation and maintenance of all quality projects and programs, including the quality/call monitoring process, pilots, and design of experiments. Works with all levels of the management team, stakeholders, associates, and client representatives, including daily interaction with site leadership. Liaison between Sitel and the client for quality issues, as well as involvement with performance and policy issues.
Requirements:
Education: Four-year college degree in a business-related field or equivalent experience.
Experience Target: 8+ years industry-related experience, ideally including a combination of call center, project management and quality experience. Statistical process control, personnel management, and quality monitoring experience are preferred. Previous experience with COPC and/or Six Sigma projects is also helpful.
Skills: Project Management, problem solving, and process development skills. Research, reporting, and analytical skills, including sound ability to use PC applications (Windows, Excel, Access, Word, PowerPoint, Email and Internet). Excellent grammar, written and oral communication skills. Organizational and time management skills.
Knowledge/Abilities:
Ability to work in a dynamic, fast-paced environment. Fundamental understanding of statistical process analysis. Demonstrated ability to develop productive interpersonal professional relationships and interact with all levels of internal and external clients. Solid understanding of math principles, charts, and graphs. Ability to provide direction and coaching to Process and Quality Analysts. Ability to lead and facilitate teams in quality-related activities. Strong understanding of account management and operational processes desired.
Special Certifications: Six Sigma, COPC
Sitel Ortigas 2nd Floor The Centerpoint Building Julia Vargas Avenue cor. Garnet Road, Ortigas Center, Pasig City 1600 Tel.: 860-1111 Fax: 634-5414 Mondays through Fridays/9am until 6pm Walk-In applicants are welcome.
Company Name :
Sitel Philippines Corporation
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
2/F Centerpoint BLdg, Julia Vargas Cor Garnett Road Pasig City 1600
Company Fax :
634-5414
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